Hi guys,
Sorry this is really random, I purchased a gift for my partner recently.
This item is essentially an expensive canvas bag in a RED/Orangey colour, purchased online from the brands online store.
This was delivered to us on the 31st October, as with all luxury items, my partner had me video her opening the box and bag less than an hour when it was delivered and immediately we spotted a very noticeable blemish. As with all returns policies stating 30 days, we didn't really have any urgency to report it as we had upcoming getaways etc and she had other bags to use.
After 20 or so days, we contact the brands customer service with photo of said blemish (obvious white coloured blemish), customer service refuted our claims that it is unused on the mere fact it's been 20 days since delivery. We send screenshots and the videos with meta data showing the exact timestamp when it was unboxed to back our claim.
Supervisor gets involved and they check the 'cctv' of the logistics provider and claim there was no marks when they shipped it and they will only provide this to a third party, we literally did not use this item and depsite their return/exchange policy they are refusing to replace/refund this bag.
I am at a lost as what I can do, i think this goes against ACL and based on the fact we have timestamped evidence i am considering going to VCAT.
What does the brain trust that is OzB think?
Snippet of timestamped video/photos we sent to them and blemish:
https://ibb.co/s5MzFdC
Another photo of Blemish: https://ibb.co/P6GZw9G
TLDR:
- Bought an expensive coloured canvas bag
- Did an unboxing video on said bag 1 hour after it was delivered
- Bag had a white blemish which is very noticeable which was caught on video
- Store has a 30 days return/exchange policy
- Left the bag in the box (partner has the exact same product in another colour so she's been obsessed with her other bag)
- Contacted the store after 20 days to initiate the refund/exchange process
- Online store refuses stating they have CCTV of when it was sent it out and claiming we had used the bag hence why we didn't contact them immediately
- We send timestamped evidence of the unboxing, store refuses stating their Terms of service require customers report issues immediately and the fact it took us 20 days, they are refusing to remediate the issue. Against their '30day' returns/exchange window.
- OP considering VCAT based on timestamped evidence
Chargeback?